Student Complaints and Conduct Team Leader

**Company Description** About AE**

Acknowledge Education is entering an exciting new chapter. With a refreshed leadership team and a renewed focus on innovation, growth, and student success, we are building on our 139-year legacy to shape the future of higher education and VET in Australia.

We deliver programs across health & community services, social work, engineering design & construction, hospitality, and the Victorian Certificate of Education (VCE), with campuses in Melbourne, Sydney, Perth, Brisbane, and Adelaide. Each year we support more than 8,000 students to achieve their goals.

Now, under new leadership, we are strengthening our academic vision, deepening industry connections, and investing in our people. If you’re looking to make an impact in an organisation with momentum, this is the right time to join us.
- Permanent, Full Time

The Student Complaints and Conduct Team Leader is responsible for leading and managing the team that oversees all student complaints, appeals and conduct matters across Acknowledge Education (AE) and the International College of Hotel Management (ICHM). The role provides leadership, guidance and oversight to ensure matters are managed fairly, transparently and in compliance with relevant legislation and institutional policies. The Team Leader drives continuous improvement, ensures accountability under the Code of Conduct, mitigates institutional risk and contributes to an enhanced student experience.

**Key Responsibilities**:
**Leadership and People Management**
- Lead, mentor and develop the Student Complaints and Conduct Officers to ensure consistent, high-quality case management.
- Allocate and oversee workloads to ensure timely resolution of cases.
- Provide guidance on complex or high-risk cases, ensuring appropriate escalation to the Operations and Student Journey Manager and Compliance Team.
- Support staff performance through regular feedback, professional development and performance review processes.

**Case Oversight and Quality Assurance**
- Monitor and review case handling across the team to ensure compliance with timeframes, procedural fairness, and natural justice.
- Ensure accurate, confidential, and secure case records are maintained.
- Oversee the resolution of complex or systemic cases, liaising with senior stakeholders as required.

**Governance, Policy and Compliance**
- Ensure all complaints, appeals and conduct processes are consistent with institutional policies and relevant regulatory frameworks (e.g., TEQSA, ASQA, ESOS Act).
- Lead policy development and review for complaints, appeals and conduct, providing recommendations for systemic improvements.
- Oversee preparation of compliance documentation and reporting for internal and external stakeholders.
- Act as the institutional lead in supporting external review processes (e.g., Ombudsman).

**Stakeholder Engagement**
- Act as a senior liaison point between students, internal stakeholders and external agencies in resolving complaints, appeals and conduct cases.
- Provide guidance and training to staff and academic stakeholders on Code of Conduct requirements and best-practice complaints handling.
- Promote awareness of institutional processes to students, ensuring transparency and accessibility.

**Reporting and Continuous Improvement**
- Provide monthly reports to the Operations and Student Journey Manager on complaints, appeals and conduct trends, outcomes and risk areas.
- Lead systemic analysis to identify emerging risks and opportunities for improvement.
- Drive at least two significant improvement or benchmarking initiatives annually to strengthen processes and student experience.**

**Organisational Accountabilities**
- Ensure team compliance with institutional policies and procedures.
- Champion AE and ICHM’s commitment to reconciliation, inclusivity and student equity.
- Contribute to the development of a positive organisational culture aligned with the organisation’s values.

**Qualifications** To be successful in this role, you need**:

- Bachelor’s degree in education, business, law, management, or a related field, or equivalent professional experience.
- Minimum 5 years’ experience in student services, complaints management, case handling or related functions within higher education and/or VET.
- Strong understanding of regulatory frameworks including TEQSA, ASQA, ESOS Act and National Code.
- Demonstrated leadership experience, including managing teams, allocating workloads and overseeing performance.
- Excellent communication skills (written and verbal), with the ability to engage effectively and sensitively with diverse stakeholders.

**Additional Information** Why join AE**

Now is the perfect time to join Acknowledge Education. With a refreshed leadership team and a renewed focus on innovation and growth, we’re building something special — and you can be part of it.
- Opportunities to grow within the organisation
- $1,500 annual professional development allowance
- Incredi